Population Health Support Staff

We are seeking a Population Health Support Staff member who is passionate about making a difference in our community.  At Lone Star Circle of Care (LSCC) we strive for exceptional, equitable patient care that leads to healthier communities. Our Population Health Support Staff work within a centralized, remote hub to support clinic‑based teams through patient panel management, care gap closure, appointment scheduling, medical record review, and high‑volume telephone‑based patient outreach. Indirect patient care is delivered through telephonic and electronic communication under the direction of the Chief Medical Officer and nursing staff (RNs and LVNs). Performance in this role is measured by established metrics, including the number of calls placed and successful outcomes such as appointment scheduling. This position requires the ability to build and maintain professional relationships across all levels of the organization and deliver excellent customer service.

If you have the ambition and desire to work in a friendly and fun environment, LSCC is the place for you!

A Day in the Life of a Population Health Support Staff member may look like this:

• Conduct patient outreach as directed using telephonic and other communication methods (text, email, patient portal, and mail). Utilize the Navigation Center web‑based call platform for outbound calls.
• Accurately obtain, review, and document patient communications, outreach activities, and relevant clinical information in the Electronic Health Record (EHR) to support care coordination.
• Using RN‑developed scripting and under RN direction, educate patients on wellness, preventive care, and recommended screenings; encourage follow‑through with tests, treatments, and engagement with the Population Health team.
• Perform electronic patient screenings (e.g., socioeconomic barriers to care, depression, and tobacco use) and assist patients in accessing appropriate medical care or social services based on screening results.
• Collaborate with LSCC healthcare providers through electronic communication, including bidirectional tasking and documentation within EHR care coordination tools.
• Communicate with external healthcare organizations to confirm appointment status, referrals, and continuity of care.
• Support patient engagement by serving as an advocate for healthcare system navigation, identifying barriers to care (such as cost or transportation), and providing information on available social services.
• As experience and licensure permit and under direct RN supervision, assist with centralized clinical support tasks, which may include responding to provider task requests, processing prior authorizations, managing referrals, and filing triage reports and medical records.
• Utilize the Population Health team’s electronic ticketing system to track, manage, and complete daily and weekly task assignments.
• Perform administrative duties, including faxing, scanning documents into the EHR, and supporting bulk and individual outreach communications (letters, emails, and text messages).
• Perform all other duties as assigned.

We ask our Population Health Support Staff member to possess a minimum of:

• High School Diploma or GED
• Minimum of three (3) years of experience in a healthcare setting involving direct interaction with an electronic health record (EHR) and/or practice management system

The following experience/skills are preferred:

• Medical Assistant (MA) certification or equivalent experience preferred but not required; compensation commensurate with certification and experience
• Experience searching for and abstracting data from external sources, including but not limited to scanned medical records, health information exchanges, hospital systems, external laboratory and radiology portals, state immunization registries (e.g., ImmTrac), and payer portals identifying care gaps
• Prior call center or high‑volume outbound communication experience
• Bilingual English/Spanish language skills

Key Success Factors

Some key factors that will make an individual successful in this role:

• The ability to problem solve
• Organizational skills
• Attention to detail
• Team player personality
• Time management

Benefits

LSCC offers a competitive benefits package, including:

• Competitive salary;
• Medical, Dental, and Vision insurance;
• LSCC paid Life insurance;
• LSCC paid Short-Term and Long-Term Disability insurance;
• Paid Time Off; and
• 403b Employee Retirement Plan